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SAP C-C4C14-1811 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| SAP Service Cloud Overview | - Solution architecture and capabilities - Understanding SAP Service Cloud concepts |
| Service Analytics and Integration | - Integration with other SAP solutions - Reporting and analytics |
| Service Request Processing | - Service orders and notifications - Service request management |
| Service Contract and Resource Management | - Resource and scheduling setup - Service contract configuration |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
When a scheduling condition is evaluated for a maintenance plan, what entity is it based on?
- A. Maintenance item serial number
- B. Maintenance product measurement reading
- C. Maintenance item counter reading
- D. Maintenance product quantity value
Correct Answer: C 🗳️
What is the correct sequence of steps for the automatic service level agreement (SLA) evaluation process when creating tickets?
- A. 1. Determine Service Category
2. Analyze Incident Categories
3. Determine Key Dates
4. Determine SLA - B. 1. Analyze incident categories
2. Determine Service Categories
3. Determine SLA
4. Determine Key Dates - C. 1. Determine Service Categories
2. Analyze incident categories
3. Determine SLA
4. Determine Key Dates - D. 1. Analyze Incident Categories
2. Determine Service Categories
3. Determine Key Dates
4. Determine SLA
Correct Answer: C 🗳️
Which of the following tasks can you perform using the fine-tuning activity for service processing? Note:
There are 2 correct answers to this question.
- A. Disable the profanity check for outbound responses
- B. Create or delete custom channels
- C. Manage business tasks for employee support
- D. Assign tickets to the last processor
Correct Answer: A,C 🗳️
When using data migration template for the initial load, which activities are parts of the migration process?
Note: There are 3 correct answers to this question.
- A. Realign territory data
- B. Align data fields with input fields
- C. Upload data from the template file
- D. Find and fix errors in the data file
- E. Export data to local file
Correct Answer: A,D,E 🗳️
Which field do you use when allowing resource planning of service ticket items?
- A. Demand relevant
- B. Scheduling relevant
- C. Resource relevant
- D. Dispatch relevant
Correct Answer: B 🗳️
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